I received our ARC recently from a Best Buy online purchase and discovered the power cord was loose -- not remaining in its slot and so the device would not remain powered during the set up. Two days later (because we received it on a Saturday) I called Sonos support and was told to take a video of the cord jiggling to verify my story. I did so while on the phone and the Sonos employee told me a new cord would be mailed to me after my case was referred to the returns department. I was told to expect an e-mail from this department that would ask me to confirm my home address, and that this e-mail would give me the option of PAYING MORE to have this cord shipped faster.
Three days later, no e-mail. I called support and was told the employee I spoke to neglected to forward my case to the returns department and so I must wait another 1-2 days for the shipping e-mail; and that (once I confirm my address) the cord would likely arrive in 2 weeks. I was told an expedited solution was NOT available.
This morning, I was browsing on the Sonos website and discovered the very cable I need is offered FOR SALE. All of my aggravation could have been avoided had I (instead of raising an issue) asked to buy new equipment and paid Sonos more money for a part I should already have, and then kicked in extra to have it shipped ASAP. The support personnel did not tell me I had this option.
Best Buy also sells the cables, so I bought one from them and expect it in 3 days. Maybe by then I’ll receive an e-mail from Sonos asking me to confirm my address.
